Depends on the company. I’ve done B2B and B2C support and while they were KPIs, losing a connection was a genuine problem and we’d be just as confused as the caller. Except they were also enraged, because you never get the benefit of the doubt and customers would accuse you of hanging up.

80% of the time I’d be able to call back before they did and ask if they meant to drop the call, and if not then we could continue then and there.

But of course, this article is pretending the US is the only country in the world. Consumer laws are ass in the US, no doubt about it. And just like the article said, it’s a abusive relationship: one 20% off coupon and boom, you’re back again. US consumers should stand up for themselves instead, but that’s just more effort that nobody wants to spend, it seems. And that’s a global problem imo